ACTRE (ASUS Certificate Training of Repair Engineer)

Handheld System
Level 2-3
Trouble shooting
Statement of Confidentiality
All recipients of this document must treat this training material as
ASUS confidential and must not disclose it to any party other than
the recipients’ employees on a need to know basis, or other
individuals authorized under a written Confidential Disclosure
Agreement signed by ASUS and the recipient.
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Troubleshooting Flow Chart
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Troubleshooting Flow Chat
*F/W: Firmware
Verification
*S/W: Software
*H/W: Hardware
ARN*/QN* *QN: Quick Notice
Follow ARN/QN
issue? *ARN: Abnormal Request Notice
H/W*
L1-L4 repair/replace S/W?H/W?
S/W*
YES NO
Solved? Bug?
YES
Report to GTSD Upgrade to latest F/W*
RD solve Solved? Info Collection To GTSD
YES NO
Solution Bug?
3 QT/RD solve
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Function Trouble Shooting
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CID flow chart
CID: Customer Induced Damage
FOC: Free Of Charge
RC: Royal Club
CID related issue
RC/RMA judge CID
CID? Not sure
Solved?
Y N
Charge FOC Escalate to HQ
Escalate to RD for
suggestion
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No power
No power
Unlock Lock key
Lock key locked? Y
Solved?
N N
Change battery
Battery error? Y
Solved?
N N
1. Reset/Hard reset
OS/SW error? Y 2. Refresh firmware
Solved?
N N
Follow ARN/QN
ARN/QN issue? Y
Solved?
N N
Replace M/B, Keypad
OS: Operation System
Hardware issue? Y FPC
Solved? SW: Software
ARN: Abnormal Request Notice
QN: Quick Notice
Escalate to HQ
M/B: Main board
HQ: Headquarters
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LCD white screen problem
White Screen
Reset/hard reset
Solved?
N
Flash firmware
Solved?
N
Replace LCD
LCD problem? Y
Solved?
N N
Replace/Repair M/B
M/B problem? Y
Solved?
N N
Single case?
Escalate to HQ
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Speaker/Receiver no sound
H/W: Hardware
F/W: Firmware
Speaker/Receiver
No sound
Adjust setting
Setting problem? Y Y
Solved?
N N
MMI test Y Have sound? Y
N N
Flash F/W
S/W problem? Y Y Solved
Solved?
N N
Replace
H/W problem? Y speaker/receiver Y
Solved?
N
Replace M/B Y Single Case?
Y
Solved? Escalate to HQ
N
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Can’t make phone call
Can’t make phone call
Signal weak No signal
Upgrade R/W Suggest change SIM
Y SIM card issue?
Cross check Escalate to HQ
N
Set to phone mode
Tele operator issue? Y Fly mode?
Solved?
Y
N
N
Feedback customer
Upgrade R/W Y R/W problem?
N
Replace M/B
H/W problem? Y Replace Antenna Y H/W problem?
Solved?
N
Escalate to HQ
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Bluetooth error
BT: Bluetooth
Spec: Specification
BT error
Can’t detective BT Can’t send file via Can’t receive file
Can’t enable BT
device BT via BT
Check spec of BT enabled on
Enable BT
product another device?
Enable BT under Check BT Visible
Check if other device Check if device forbid
Wireless Device setting on another
forbid receive files receive files
Manager device
Try shorten the
Reset/Hard reset Cross check if
distance between two
Flash firmware compatibility issue
BT devices
Change M/B
Escalate to HQ
Change BT board
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Wi-Fi error
Wi-Fi error
Can’t connect to Can’t log on
Can’t enable Wi-Fi Signal weak
wireless AP Internet via Wi-Fi
Enable Wi-fi under
Cross check if single Wireless AP signal Wireless AP
wireless device
case strong enough? connected to Internet?
manager
PW & Encryption
Reset/hard reset Proxy right set?
mode right set?
Flash to latest
firmware
Change M/B
Change Wi-Fi board
Single case?
Escalate to HQ
AP: Access Point
PW: Password
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Battery can’t charge full
Battery can’t
charge full
Charge battery
Deeply
without use out Y
discharge/charge
frequently?
N N
Follow ARN/QN for
ARN/QN issue? Y
solution
N N
Cross check
Y Change battery
Battery Issue?
N N
M/B issue? Y Change M/B
N N
Single case?
Escalate to HQ
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Camera function error
Camera function error
Can’t activate Black/white dot on chromatic
camera function photo aberration on photo
Root cause
Release useless AP Camera setting
LCD? Camera?
Cross check if
Reset/hardreset
single case
Change Camera
module
Change M/B
Single case?
Escalate to HQ
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